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Perficient Colleagues Share How it Feels to Help Fight COVID-19

Perficient Supports with COVID-19 Hackathon As we know, customer engagement goes beyond customer service. As businesses around the world grapple with the impact of COVID-19 (more commonly known as Coronavirus), digital has the power to help organizations respond quickly while mitigating risk.  No stranger to hackathons, Perficient continues to create solutions to support the fight […]

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COVID-19 – Using Twilio to build a Remote Workers Solution

Our group has been working through ideas over the past week to offer up solutions.  These solutions are built leveraging the technologies we use to build enterprise solutions.  In this post I will walk through a solution we were building leading up to the Hackathon.  The content will be high level and include links back […]

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Internal Hackathon for COVID19 Response – Team Knights of the Roundtable

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. The COVID-19 pandemic has disrupted every part of our lives and the contact center space is no different. […]

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Internal Hackathon for COVID19 Response – Team Quarantitans

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. In light of these issues, our team at Perficient spent the week of March 23rd on an internal […]

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Rapid Help for Healthcare Contact Centers Amid COVID-19 Demands

Across industries, contact centers struggle to maintain pace with concerns, questions, and urgent needs surrounding COVID-19. This reality holds especially true for healthcare payers and providers serving on the front lines, helping to save lives and communicate ever-evolving resources and instructions to the public. Contact centers are especially struggling in the following ways: Heavy call […]

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Internal Hackathon for COVID19 Response – Team VoxCare

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. The COVID-19 pandemic has disrupted every part of our lives and the contact center space is no different. […]

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Day 3 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions

On Monday, our Customer Engagement Solutions team kicked off an internal Hackathon focused on creating COVID-19 response solutions using the Amazon Connect and Twilio Flex cloud contact center platforms. Yesterday, we checked in on each team’s progress. The five teams are close to wrapping up their work so they can demo their solutions tomorrow and […]

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Day 2 Update: Internal Hackathon Focused on Creating COVID-19 Response Solutions

Yesterday, our Customer Engagement Solutions team started an internal Hackathon focused on creating COVID-19 response solutions. The challenge aims to address the current pandemic by building solutions on Amazon Connect and Twilio Flex—both cloud contact center platforms. Solutions range from handling businesses’ increasingly high call volumes during the crisis to integrating customer care with telehealth […]

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Perficient Launches Internal Hackathon Focused on Creating COVID-19 Response Solutions

This week, Perficient’s Customer Engagement Solutions team launched an internal Hackathon focused on creating COVID-19 response solutions. After seeing the immense pressure the COVID-19 pandemic has placed on healthcare systems, essential retail infrastructure, and on many organizations’ customer service operations, our team wanted to work on something that would meaningfully contribute to the crisis. Hackathon […]

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Rapid Solutions for Contact Center Challenges in Response to COVID-19

Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations. Significant increase in sustained call volume and […]

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How to Navigate an Acquisition to Career Success

How to Find Success Navigating Through an Acquisition “If you don’t try new things or change the status quo, you aren’t ever going to grow.”  Growth is something Kim Wilkinson knows a lot about. From growing Perficient’s Twilio practice to growing her own career, she is not short on tenacity or the passion to fuel […]

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See You at Twilio Engage and Superclass Toronto

Twilio is bringing the future of communications to over 20 cities this year with the Twilio Engage Roadshow – and we are proud to sponsor Engage Toronto November 7th! What to Expect from Twilio Engage + Superclass Engage is perfect for developers, product managers, technologists and digital innovators alike to enhance their knowledge and gain […]

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[QUIZ] What Contact Center Support Model Best Fits Your Needs?

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique […]

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6 Reasons to Consider Managed Services for Your Contact Center

Previously, I outlined roles and responsibilities necessary for optimal support of a cloud-based contact center. This blog explores the added benefits many organizations gain when choosing a managed service provider to assist in fulfilling these roles. Upgrading from an on premise solution to a cloud-based contact center comes with a wide range of optimizations. Cloud-based […]

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How to Successfully Support Your Cloud-Based Contact Center

Any contact center solution, cloud-based or on premise, requires adequate support to mitigate risk. For continued efficiencies and optimal performance, specific responsibilities need to be fulfilled. Differences in capabilities and care requirements between cloud-based and on premise contact centers cause variation in skill sets needed to fully support each solution. A mistake often made is […]

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Supporting Twilio Flex vs. a Traditional Contact Center

The world is transforming communication at a rapid pace. Cloud-based contact center platforms, such as Twilio Flex, are changing the game by giving businesses of any size complete power over their customer interactions. Moving to the cloud allows companies to break free from the limitations of traditional on-premise contact centers including minimal customization options, hardware/infrastructure […]

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Signal 2019 Hopes and Expectations

I just arrived in San Francisco for the 2019 Twilio Signal conference, where Perficient is a Visionary Sponsor this year. It’s not quite been a year since the last Signal conference. But it’s really been an eventful ride for my team as we’ve been building out our partner practice. Just over a year ago in […]

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Text-Based Channels In Twilio Flex – Velocity of Conversation

The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]

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Twilio Flex Powered by Perficient will be the Buzz at Signal 2019

If you are headed to sunny San Francisco next week for Twilio Signal 2019, get ready for an action-packed adventure of networking, learning and discussions. As you “explore the intersection of technology, innovation, and communications”, you’ll want to check out Perficient’s Visionary Booth (V1) in the expo hall. Our experts will showcase a custom dashboard […]

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Text-Based Channels In Twilio Flex – Routing the Interaction

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]

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